고객 로열티를 쌓는 것이 단순히 포인트를 쌓는 것이 아닌, 리텐션 / 혜택 / 고객중심 등이 고려되어야 한다고 강조하네요. “Building loyalty does not just mean earning points,” noted Emily Pfeiffer, senior analyst of commerce technology at Forrester. “It means wanting to come back again and again. And customers demonstrate that loyalty when they feel there’s a benefit, when they feel heard, when they’re having the experiences they want in all places.”